Phindile Sibisi
Durban
Summary
Results-driven Contact Centre Trainer with a background in customer service, collections and sales. Skilled in developing and delivering training programmes to enhance agent performance, boost customer satisfaction, and streamline communication. Selected by Nutun for an international work assignment in the United Kingdom, collaborating with cross-functional teams to gain operational insights and transfer best practices to support training delivery. Adept at coaching new hires and experienced agents on customer engagement, effective problem resolution, and compliance with company policies. Passionate about using innovative training techniques to improve agent confidence, team productivity, and overall service quality.
Overview
4
4
years of professional experience
1
1
Certificate
Work History
Learning and Development Facilitator
Nutun
Umhlanga/Kingsmead, South Africa
08.2023 - 08.2026
- Developed targeted training programmes to support organisational learning and development goals.
- Delivered product training sessions to enhance onboarding experience for new hires.
- Coached agents to elevate customer satisfaction and maintain compliance with quality standards.
- Implemented programmes to elevate service standards in alignment with company objectives
- Travelled to the United Kingdom to support training, knowledge transfer, and campaign implementation.
- Collaborated with UK stakeholders to gain operational knowledge and best practices, transferring them successfully to the South African team.
- Rolled out new processes and training materials following the UK work assignment.
Learning and Development Facilitator
Ignition Group
Umhlanga, South Africa
01.2023 - 08.2023
- Facilitated product training sessions for onboarding new hires to enhance knowledge retention
- Specialised in onboarding and training contact centre agents to improve customer engagement
- Empowered agents to exceed performance metrics and foster lasting customer loyalty.
Learning and Development Facilitator
CCI South Africa
Umhlanga, South Africa
03.2022 - 01.2023
- Developed training programmes to support organisational learning and development goals.
- Facilitated product training sessions to enhance onboarding experience for new hires.
- Implemented programmes to elevate service standards in alignment with company objectives
- Coached agents to elevate customer satisfaction and maintain compliance with quality standards.
Education
Diploma - Accounting
Mangosuthu University of Technology
Umlazi, KZN12-2017
Matric certificate - Grade 12
Phoenix Secondary School
Phoenix, KZN12-2014
Skills
- Training & Development
- Excellent verbal and written communication skills
- Planning and organisational skills
- Conflict management Interpersonal skills
- Analytical thinking
- Customer orientation skills
- Computer literate
- Ability to work independently
- Assertive & Consistent Time management
- Content Development
- Customer experience
- Sales experience
- Customer Retention Experience
- Leadership and Management skills
Timeline
Learning and Development Facilitator
Nutun
08.2023 - 08.2026
Learning and Development Facilitator
Ignition Group
01.2023 - 08.2023
Learning and Development Facilitator
CCI South Africa
03.2022 - 01.2023
Diploma - Accounting
Mangosuthu University of Technology
Matric certificate - Grade 12
Phoenix Secondary School
Certification
- Pastel Partner V17 Intermediate
- SPP Pro MUT
- Facilitate learning using a variety of given methodologies
- Conduct outcomes-based assessment
- Counsel an individual in a structured environment
References
- Ritesh Jangbahadoor, Training Manager (TM), New & Existing Employees Voice & Digital (UK), 061 016 0520
- Pravani Govender,Head of Training , 060 997 7176
- Fenton Rodrick Dhorsamy, Operations Manager (OM), New & Existing Employees Voice & Digital (UK), 081 593 1685
- Nardeem Essop, Training Manager (TM), New & Existing Employees Voice & Digital (UK), 081 464 1226
Custom
- Spending Time with My Family
- Reading
- Listening to music